writing routine and positive messages

8: Writing Routine and Positive Messages 1

Chapter 8: Writing Routine and Positive Messages

CHAPTER OUTLINE

Strategy for Routine Requests

Stating Your Request Up Front

Explaining and Justifying Your Request

Requesting Specific Action in a Courteous Close

Common Examples of Routine Requests

Asking for Information and Action

Asking for Recommendations

Making Claims and Requesting Adjustments

Strategy for Routine and Positive Messages

Starting with the Main Idea

Providing Necessary Details and Explanation

Ending with a Courteous Close

Common Examples of Routine and Positive Messages

Answering Requests for Information and Action

Granting Claims and Requests for Adjustment

Responding to a Claim When Your Company Is at Fault

Responding to a Claim When the Customer Is at Fault

Responding to a Claim When a Third Party Is at Fault

Providing Recommendations

Sharing Routine Information

Announcing Good News

Fostering Goodwill

Sending Congratulations

Sending Messages of Appreciation

Offering Condolences

Copyright © 2013 Pearson Education, Inc. Publishing as Prentice Hall


LECTURE NOTES

Section 1: Strategy for Routine Requests

Learning Objective 1: Outline an effective strategy for writing routine business requests.

Much of the vital communication between a company and its customers is about routine business matters. These messages fall into two groups:

Routine requests, asking for information or action A variety of routine, positive messages

Making requests is a routine part of business. In most cases, the audience will be prepared to comply, as long as the request is reasonable. By applying a clear strategy and a tailored approach to each situation, routine requests will be efficient and effective.

Like all other business messages, a routine request has three parts: an opening, a body, and a close. Using the direct approach:

Open with the main idea, which is a clear statement of the request Use the body to give details and justify the request Close by requesting specific action

Stating Your Request Up Front

Begin routine requests by placing your initial request first; up front is where it stands out and gets the most attention. Of course, getting right to the point should not be interpreted as license to be abrupt or tactless. Careful presentation includes the following:

Pay attention to tone. Even though you expect a favorable response, the tone of your initial request is important. Soften your request with words such as please and I would appreciate.

Assume that your audience will comply. You can generally assume that your readers will comply with your request when the reason for it is clear and they see a benefit for themselves.

Be specific and state the need precisely.

Explaining and Justifying Your Request

The body of the message explains the request. It’s a smooth and logical explanation, flowing from the opening remarks. Including how the reader could benefit from taking action, is always a sound step in assuring the reader will comply.

Whether writing a formal letter or a simple instant message, use the body of the request to list a series of questions. These questions help organize the message and help the reader identify the important information. A few basics for message organization include:

Ask the most important questions first.



Ask only relevant questions that are central to the main request. Doing so will generate an answer sooner and make better use of the other person’s time.

Deal with only one topic per question; don’t put the burden of untangling a complicated request on the reader. This consideration shows respect for the audience’s time, and will help get a more accurate answer in less time.

Requesting Specific Action in a Courteous Close

The close of a routine request should include three important elements:

A specific request Contact information for possible future communication If action is requested, a specific date or time for compliance

Conclude messages by sincerely expressing goodwill and appreciation.

Section 2: Common Examples of Routine Requests

Learning Objective 2: Describe three common types of routine requests.

Most routine messages fall into a few main categories:

Asking for information and action Asking for recommendations Making claims and requesting adjustments

All of these types of requests are similar in structure, approach, and desired result. Whether asking for knowledge or action, each requires time and effort of the reader and, therefore, should be handled professionally and with care.

Asking for Information and Action

When there’s a need for information or for someone to take action, the best course for the sender is to simply ask. In essence, simple requests say:

What you want to know or what you want the reader to do Why you’re making the request Why it may be in the reader’s interest to help you

If the reader is able to take action, a straightforward request will get results quickly. Use the direct approach by:

Opening with a clear statement of the reason for writing Providing whatever explanation is needed to justify the request Closing with a specific description of what is expected and include a deadline, if appropriate



You can assume some shared background when communicating about a routine matter with someone in the same company. If the request is being made of someone outside your daily routine or contacts, it may be best to include background information for the ease of the reader.

Asking for Recommendations

In business, the need to inquire about people arises often. From circumstances involving credit, contracts, jobs, promotions, or scholarships, companies often ask applicants to supply recommendations from references. Recommendations vouch for one’s ability, skills, integrity, character, and fitness for the job. Before designating someone as a reference, always ask permission to do so beforehand.

Because requests for recommendations and references are routine, the direct approach is appropriate:

Open the message by clearly stating why the recommendation is needed and that a letter is requested.

If contact has been limited for some time, use the opening to trigger the reader’s memory of the scope of the relationship.

Use the body of the message to provide details and reasons for the request. Close the message with an expression of appreciation. When asking for an immediate

recommendation, also mention the deadline.

Making Claims and Requesting Adjustments

At one time or another, most consumers have a problem with a product or service. Despite best intentions, this is bound to occur and resolving the situation will be much easier if one is prepared. There are basically two options for handling this type of difficult situation:

Make a claim (a formal complaint documenting the writer’s dissatisfaction) Request an adjustment (a settlement of a claim)

In either case, it’s important to maintain a professional tone in all communications. A rational, clear, and courteous approach is best for any routine request. Assume that a fair adjustment will be made and use a direct approach:

In the opening, provide a straightforward statement of the problem. In the body, give a complete, specific explanation of the details; provide any information an

adjuster would need to verify the complaint. In the close, politely request specific action or convey a sincere desire to find a solution.

Section 3: Strategy for Routine and Positive Messages

Learning Objective 3: Outline an effective strategy for writing routine replies and positive messages.

When responding to routine requests and sending routine and positive messages, you have several goals:

Communicate the information or the good news. Answer all questions, to provide required details.



Leave readers with a good impression of you and your firm.

Because readers will generally be interested in a positive message, use the direct approach with a routine reply or positive message:

Place the main idea (the positive reply or the good news) in the opening. Use the body to explain all the relevant details. Close cordially and highlight a benefit to the reader.

Starting with the Main Idea

By opening routine and positive messages with the main idea or good news, the audience is prepared for the details that follow. Make the opening clear and concise. The best way to write a clear opening is to, first, have a clear idea of what needs to be said. Organized thoughts will lead to a concise message that encourages action.

Providing Necessary Details and Explanation

Use the body of the message to explain points completely and concisely so the audience won’t be confused or doubtful about the meaning. When providing details, maintain the supportive tone established in the opening.

If the routine message may elicit mixed reactions, convey mildly disappointing information in as favorable a context as possible. It’s only when you suspect the reader will respond positively to this news that you should use the direct approach. Otherwise, the indirect approach would be best to soften the blow.

Offering favorable comments to the reader is often a positive way to use the body of the message. While these comments should be honest and thoughtful, they also serve to elicit a positive response from the reader.

Ending with a Courteous Close

A routine or positive message is more likely to succeed if readers are left feeling that their best interests are being kept in mind. This can be accomplished by:

Highlighting a benefit to the reader Clarifying what action is to be taken, and by whom Expressing appreciation or goodwill

Section 4: Common Examples of Routine and Positive Messages

Learning Objective 4: Describe six common types of routine replies and positive messages.

Most routine and positive messages fall into six main categories:

Answers to requests for information and action Grants of claims and requests for adjustment



Recommendations Routine information Good-news announcements Goodwill messages

Answering Requests for Information and Action

Every professional frequently answers requests. In fact, many receive requests so often that they hardly even notice. It’s important, though, to treat all requests with respect and remember that someone needs something. A prompt and gracious response will positively reflect on the sender and his or her organization.

Occasionally, requests include the opportunity for improving business relations. When answering requests and a potential sale is involved, there are three main goals:

Respond to the inquiry and answer all questions Leave the reader with a good impression Encourage a future sale

Granting Claims and Requests for Adjustment

Even the best-run companies make mistakes. These unfortunate events may represent a turning point in the relationship between the company and the customer. If the situation is handled well, the customer is likely to be even more loyal than before; they now have reason to believe the company is serious about customer satisfaction. Conversely, if the situation is handled poorly, the customer will be quite capable of taking that business elsewhere.

Any response to a customer complaint depends on the company’s policies for resolving such issues and an assessment of whether the company, the customer, or some third party is at fault.

Responding to a Claim When Your Company Is at Fault

If it’s determined that the company is at fault, resulting in a claim, it is important to take precautionary steps to respond appropriately and responsibly. Before responding after your company has made a mistake, know the company’s policies which might dictate specific legal and financial steps to be taken. Serious missteps require a serious response. A professional demeanor is in order and placing blame will only elevate frustrations.

Most routine responses will take into account company policy and include the following:

Acknowledgement of the customer’s claim or complaint Sympathy for the customer’s inconvenience or frustration Acknowledgement of responsibility for settling the matter Explanation of steps to be taken and taking those steps Verification that the situation is resolved satisfactorily

Responding to a Claim When the Customer Is at Fault



Some companies have strict guidelines for responding to such claims, whereas others give individual employees and managers some leeway in making case-by-case decisions. In either case, this type of communication is always delicate.

If a claim is granted, the message should open with the good news, being sure to specify exactly what is being agreed upon as the company takes action.

The body of the message is tricky because repeated claims should be discouraged in the future. This can be accomplished by steering the customer in the right direction with clear reminders of company procedures and policies. The challenge is to diplomatically remind the customer of proper product usage or procedures without being condescending.

Despite the circumstances, close in a courteous manner that expresses an appreciation for the customer’s business.

Responding to a Claim When a Third Party Is at Fault

Sometimes neither the company being contacted nor the customer is at fault. It’s often possible that a third party vendor (a middle-man, so to speak) is at fault. Even in this situation, it is important that the company contacted address the issue and communicate with the customer. Make sure to evaluate the situation carefully and know company policies before responding.

Regardless of who eventually resolves the problem, if customers contact you, you need to respond with messages that explain how the problem will be solved. Pointing fingers is unproductive and unprofessional; resolving the situation is the only issue customers care about.

Providing Recommendations

When writing a letter of recommendation, the goal is to convince readers that the person being recommended has the characteristics necessary for the job, project assignment, scholarship, or any other objective. Successful recommendation letters include the candidate’s full name, position sought, nature of your relationship, relevant facts regarding performance, and an overall evaluation.

Be aware that recommendation letters have become a complex legal matter in recent years so be sure to check company policies before writing a recommendation. Also, keep in mind that when writing a recommendation, the writer is putting his or her own reputation on the line.

Sharing Routine Information

Many messages involve sharing routine information, such as project updates and order status notifications.

Most routine communications are neutral. That is, they stimulate neither a positive nor a negative response from readers. In instances in which the reader may not initially view the information positively, use the body of the message to highlight the potential benefits to the reader.

In instances when the information may receive a negative reaction, use the body of the message to highlight potential benefits of the news and how it could positively impact the reader.



Announcing Good News

To develop and maintain good relationships, smart companies recognize that it’s good business to spread the word about positive developments. Because good news is generally welcome, use the direct approach.

Good-news announcements about company successes are often communicated in a news release (also known as a press release), a specialized document used to share relevant information with the news media. In most companies, news releases are usually prepared by specially trained writers. The content follows the customary pattern for a positive message: good news followed by details and a positive close.

Traditional news releases have a unique approach: they’re not written for the ultimate audience (such as the readers of a newspaper); they’re trying to interest an editor or a reporter who will then write the material that is eventually read by the larger audience.

To write a successful news release, keep the following points in mind:

Make sure the information is newsworthy and relevant to the audience. Focus on one subject; don’t try to pack in multiple, unrelated news items. Put the most important idea first. Be brief. Eliminate clutter, such as redundancy and extraneous facts. Be as specific as possible. Minimize self-congratulatory adjectives. Follow established industry conventions for style, punctuation, and format.

The newest twist on news releases is the social media release, which has several advantages over the traditional release. Advantages include:

Emphasizing bullet-point content over narrative paragraphs so that bloggers, editors, and others can assemble their own stories

Offering the ability to include videos and other multimedia elements Providing social bookmarking buttons, making it easy for people to help publicize the content

Fostering Goodwill

All business messages should be written with an eye toward fostering goodwill among business contacts, but some messages are written specifically for that purpose. These messages can be used to enhance relationships between business contacts.

Effective goodwill messages must be sincere and honest and avoid exaggerated statements. Any compliments should be backed up with specific points of clarification.

Sending Congratulations



One prime opportunity for sending goodwill messages is to congratulate individuals or companies for significant business achievements. Congratulatory messages are typically easy to write and always appreciated.

The nature of the relationship with a recipient determines the range of appropriate subjects.

Sending Messages of Appreciation

Sending messages of appreciation is often an important managerial responsibility and requires the ability to recognize the contributions of employees, colleagues, suppliers, and other associates. This small task results in increased morale and is often kept as a personal memento of proud achievements. Moreover, in today’s electronic media environment, a handwritten thank-you note can be a particularly welcome acknowledgment.

When sending a message of appreciation, specifically mention the person or people being praised.

Offering Condolences

Messages of condolence are often a challenging part of business communication. They are often considered difficult to write, in a difficult time. Nonetheless, these messages are an important component to a supportive environment and offer comfort when most needed.

Open a condolence message with a brief statement of sympathy. In the body, mention the good qualities or the positive contributions made by the deceased. Briefly describe what the person meant to you or your colleagues. In closing, offer condolences and best wishes.

As with other routine messages, organization can help make writing condolence messages clearer and more meaningful:

Keep reminiscences brief. Recount a memory, if appropriate, but don’t dwell on the loss. Write in your own words. Write as if you were speaking privately to the person. Take special care and be sure to spell names correctly and be accurate in review of facts. Write about special qualities of the deceased. You may have to rely on reputation to do this,

but let the grieving person know you valued his or her loved one. Consider mentioning attributes of the bereaved person that might help him or her cope. Write and deliver the message promptly.

HIGHLIGHT BOX: COMMUNICATION MISCUES (p. 237) Can You Get Sued for Writing—or Not Writing—a Recommendation Letter?

1. Deciding whether or not to mention the employee’s tardiness depends on whether or not it affected his or her job performance. If the employee met deadlines, completed projects, worked well with others and was an asset to the organization, it would probably be best to avoid mentioning his or her tardiness in the letter. On the other hand, if the tardiness affected the employee’s performance in documented, verifiable ways, you should discuss it in the letter.

2. Responses will vary, but students should strive to present balanced assessments of their performance. Some students will outline only their strengths and achievements, while others will present modest



evaluations of their work. Use the exercise to help them understand that a balanced recommendation letter usually has more of a positive impact than one that presents a “perfect” candidate.

COMMUNICATION CHALLENGES AT GET SATISFACTION (p. 242)

1. When people are frustrated with a problem and are trying to discuss it via a lean medium such as online postings, emotions can sometimes boil over. You’ve been monitoring a conversation between a representative for one of the companies that uses Get Satisfaction and one of its customers. Over the past couple of days, their online conversation has turned into an ugly argument, with accusations of incompetence and even dishonesty flying back and forth. Although the situation doesn’t involve Get Satisfaction directly, you think it reflects poorly on your company because the dispute is taking place in full public view on your website—and it certainly isn’t doing anybody any good to let this “flame war” keep raging. What is the best way to handle this situation?

a. Yes. This spat needs to be addressed, and it should be addressed in private. Mediation can be a great way to refocus the parties’ attention on looking for a solution to whatever problem originally caused this uproar. Moreover, the company representative is the party in a decision-making capacity here, so that person is the right party to approach with the offer of mediation.

b. No. A public message might be appropriate if this were a broad public dispute involving several parties. However, it is a conflict between two people, so a private resolution would be easier to achieve (away from prying eyes) and less distracting for everyone.

c. No. This would probably strike both parties as condescending.

d. No. As noted, the flame war isn’t resolving on its own, and the negativity reflects poorly on your company.

2. Web-based businesses occasionally suffer from “page loading” problems, when a particular webpage that a visitor requests will not display, even when the rest of a website seems to be working normally. Get Satisfaction recently had a spate of these problems. Which of these is the best way to respond to queries while the company is working to fix the situation?

a. No. This message acknowledges the problem, but doesn’t provide any information. See (d).

b. No. This message has an unprofessional tone and won’t seem sincere to many readers.

c. No. This message also has an unprofessional tone. Moreover, it makes the company sound as though it’s not up to the challenge of running a computer-based business.

d. Yes. This message acknowledges the problem and provides whatever information the company has at the moment. Providing this information, as minimal as it is, at least lets customers know that the company is tending to the problem and has made progress toward resolving it.

3. Get Satisfaction recently released version 2.0 of its software. Which of the following is the best one-sentence summary of this major milestone?

a. Yes. This statement summarizes the key benefits of the new version, and it emphasizes the value of community (made possible though social media) that is at the heart of Get Satisfaction’s business model and distinguishes it from other solutions.

b. No. This statement has an unprofessional tone and offers no information value at all.

c. No. This statement is the antithesis of the “you” attitude; it is all about the company, and it provides no useful information for customers.

d. No. This one is good, but (a) is better because it emphasizes the notion of community.



4. Get Satisfaction has just announced an enterprise version of its customer support software that companies can customize as part of their own information systems. The software is available in beta release form, a free pre-release version that software companies often release to encourage people to use as a way to see if anything needs to be changed or fixed before the official product is released. Get Satisfaction hasn’t yet announced how much the software is going to cost when it is officially released, so not surprisingly, more than a few interested customers have written questions about the anticipated price. Small business owners, in particular, want to know if a less-expensive version will be available to small companies. The company is working on a pricing structure that would charge by the volume of usage, meaning that small companies would probably pay less than large companies. Which of the following responses is the most effective response to this question?

a. No. This statement doesn’t address the concerns of small companies, and doesn’t really say much of anything at all (potential customers already know that pricing hasn’t been announced, which is why they are querying about it).

b. No. This statement isn’t any better than (a).

c. No. This statement offers some encouragement to small companies, but it is too wordy and uses jargony language (scales, metrics).

d. Yes. This statement acknowledges that pricing hasn’t been set yet (which is not an unreasonable situation with a beta release), but it assures all potential buyers that the company hopes to establish reasonable price points for companies of all sizes. The slight hedging of “we are trying to figure out” might’ve been too wishy-washy for companies still in the Business Communication 1.0 mindset, but the level of openness and honesty is in line with the transparency that many firms today are trying to achieve. In other words, if you don’t really have the answer, it’s more acceptable (and often preferable) these days to just say so, rather than stonewalling or, worse yet, faking it.

APPLY YOUR KNOWLEDGE (p. 246)

1. If readers are aware of how they will benefit, then they will be more likely to respond to the writer’s request.

2. A well-thought-out and well-written request for adjustment serves both your needs and the needs of your supplier, whose job it is to satisfy you, a valued customer. So even if you don’t have the proper documentation, make your request in a courteous, comprehensive fashion. You might be surprised by how easily your well-presented case is accepted by the supplier and how quickly you receive a favorable response. On the other hand, even if your request is refused because you lack documentation, your letter will alert the supplier to a potential problem that could cost the company your business in the future.

3. Since you do not know the executives, these congratulatory letters would probably be viewed as self-serving. A more honest and effective approach would be to use the information in a letter of application (for example, by saying that you are impressed by what you’ve read about the company and its management team).

4. Since your opinion is that the employee did an admirable job you should write the letter, but ask the individual to provide you with a synopsis of the projects he or she completed while working for your



company. By doing so, you can maintain professionalism and once the employee provides you with the information, you will be able to list specific examples in your letter.

5. Students will learn more about the nuances of apologies in Chapter 9, but in this situation, it is clear that an apology is appropriate in order to begin repairing the business relationship. Word your response carefully, emphasizing the good news about what you are doing to provide compensation and to ensure better service in the future.

PRACTICE YOUR SKILLS (p. 246)

Message 8.A

The tone and wording of the message are unprofessional and negative (“I’m fed up,” “I don’t have time”), and the focus is misplaced. Instead of dealing primarily with the problems associated with the current accounting firm, the main idea should be the request for information on how the prospective firm can help.

An example of a revised and improved version is below:

As the owner of a small construction company, I need an accounting firm that is committed to excellence, accuracy, and prompt service. Your firm has an excellent reputation, and I am interested in learning more about the services you provide. Please call me at (888) 555-1212. I look forward to speaking with you soon.

Message 8.B

The letter does not communicate effectively for the following reasons:

The local business-supply store is not specified. Proof of purchase is not included. The letter offers unnecessary information in the second sentence. Information on computer specifications is not included. The writer doesn’t specify what action is being requested. Because of a lack of information, resolving the problem will take much longer than necessary.

Here is an improved version of this letter:

September 4, 2011

Customer ServiceDataLife, Inc.1993 Raleigh-Durham HighwayRaleigh, NC 27602

Dear DataLife Customer Service:

On September 1, 2011, I purchased Negotiator Pro at CompUSA. My computer is a MacBookPro running OSX with a 250GB hard drive, 4GB of RAM, and a 2.4 GHz processor. Installation of



Negotiator Pro went well, but when I open the program, “Negotiator Pro” gives me an error message that reads: “File Protected.”

I am unable to open the program, even though I’ve tried several different ways. Because I was concerned that the problem might be a virus, I’ve deleted the program from my hard drive.

I purchased Negotiator Pro disk at CompUSA in Seattle. As you know, that store refers problems with opened software back to the vendor. I’ve enclosed the installation CD and all paperwork, including a copy of my credit card receipt. Could you please (1) test and repair or replace the software, or (2) refund $79.95 to my Visa credit card number 4493 2283 3678 3369, expiration date 2/05. Please provide me with any special instructions I may need.

Your software has helped me build my consulting business, and I look forward to ordering from you in the future.

Sincerely,

Elyse Grammercy

Message 8.C

The tone of the letter is too informal, and the organization is poor. Since the letter is a positive message, the main idea should appear at the beginning. The writer also blames employees by name in explaining what caused the delay.

Here is a revised and improved version of the message:

August 14, 2011

Mr. John Thompson347 Cemetery Rd.New Lebanon, NY 12125

Dear Mr. Thompson:

Thank you for your recent letter regarding your deposit refund. Our home office has mailed you a check for $338, which should arrive within the next 10 business days. Please call me at my direct number (860) 675-8721 if you have any additional questions.

If you’re ever looking for an apartment or condominium in the Northeast, please remember us. We would be glad to send you information on our numerous complexes throughout Connecticut, Vermont, New Hampshire, and Maine.

Sincerely,

Message 8.D

This letter has many weaknesses, including the following:



It provides little useful information and lacks objectivity. The message begins with a lengthy and unnecessary explanation of why the letter was forwarded. The me-oriented opening fails to state the purpose of the letter. The name of the job candidate isn’t even mentioned until the end of the paragraph. The writer’s arrogant and egotistical tone is likely to annoy the reader. It’s implied that the reader should not have written to the president of the company. Nothing is said about the reader’s right to receive the information. The letter reveals discretionary information from Nick Oshinski’s personnel file. The writer should withhold details about performance reviews or vacation days taken. The writer’s opinion is irrelevant and potentially libelous. The writer obviously does not know Oshinski and should not comment on his performance. Only the starting and ending dates of employment should be released. The tone of the rewritten letter should be professional and not chatty. The rewritten letter should end on a positive, helpful note.

Here is an improved version:

April 18, 2011

Ms. Jennifer HalesE & M Computer Systems, Inc.1010 Clear StreetOttawa, Ontario K1A 0B1 Canada

Dear Ms. Hales:

Thank you for your letter requesting employment information for Mr. Nick Oshinski. We can confirm that Mr. Oshinski was employed by us from January 5, 2004, until March 1, 2010.

We will be able to provide further information with a written request from Mr. Oshinski. Enclosed is a disclosure agreement for your convenience. Mr. Oshinski must complete the form requesting that his personnel file be opened, and his signature must be notarized and dated.

If you have additional questions about this procedure, please contact me at the numbers above or via email: [email protected].

Sincerely,

Abe NikkoDirector, Human Resources

Enclosures

Exercises

1. In addition to being concise, courteous, and specific, students should remember that getting directly to the point will help quickly clarify expectations. Here are some possible solutions:



a. Please call to schedule an appointment by May 15. This will allow sufficient time to order the parts needed to get your HVAC system ready for the summer season.

b. Please send your catalog by December 1 so that I can plan my Christmas purchases. I look forward to learning more about your products.

c. To schedule an appointment with one of our knowledgeable local mortgage specialists, please call our hotline at 1-800-555-8765. Our specialists can answer your questions about mortgage rates, closing procedures, or any other aspect of the mortgage process. We want to make your home-buying experience a pleasant one.

2. Subject lines are important as they are the first opportunity to grab the reader’s attention. Possible answers include:

a. Thank you for your recent email request for technical support related to your cable Internet service. To help us address your questions quickly and thoroughly, please visit www.rapidnet.com/techsupport/ticketID88903 and take a few moments to provide some additional information. We look forward to hearing from you.

b. We are sorry for the inconvenience you experienced with your lost luggage. Please email us a detailed list of the lost items and complete the following survey so that we may compensate you as quickly as possible. (Subject: Response to your lost luggage claim)

c. Your résumé is impressive. We would like to meet with you on June 15 at 1 p.m. Please let us know by Friday, June 1, if this date and time are convenient for you. (Subject: Schedule an interview)

d. Starting Monday, we will place white plastic recycling bins next to every elevator door in the building. Please use these bins to recycle your unwanted paper, and help save our environment. (Subject: New recycling program)

3. These messages should be catchy and clearly state the reader’s benefit:

a. Save up to 40 percent during our special, invitation-only sale on November 9.b. You’ll receive a tote bag and a voucher for five iTunes downloads with every $50 donation to our

radio station.c. The director plans on arriving at Monday’s 11:00 a.m. meeting a bit early.d. Paul Eccleson reviewed newer types of order forms at today’s meeting. If you have questions

regarding these forms, please call Paul at his office.

4. This exercise involves deciding between simply honoring the customer’s claim and going one step farther to help the customer find a more compatible product. Students will likely have differing opinions on the best option. Going beyond a simple refund could restore the customer’s confidence in your company by reassuring him that your company truly cares about its clients.

5. Student responses will vary, depending on the product they select. Their messages should be concise and specific:

a. Finally able to dock my iPhone without removing the OtterBox Defender case: www.cablejive.com/products/dockXtender.html.

b. dockXtender works with iPad, as well—great for data transfer and keyboard dock.



6. Student responses will vary, depending on the greeting they choose. If they select a greeting that offers praise for a job well done or for the completion of a difficult task, they should personalize it by mentioning something specific about the job or the person. If students are sending this to a business colleague, they should use a cordial but not overly familiar close.

CASE SOLUTIONS (p. 248)

Here are possible solutions for this chapter’s cases.

1. Message Strategies: Requesting Information [LO-2]

Note: The requirements of this assignment will help students grasp the purpose of the opening, body, and close of a message requesting information. Students should keep in mind that the goal of this message is to entice readers to participate in the project and should, therefore, offer a benefit. They should also understand the significance of confidentiality as they approach the issue of getting permission to use real names. A possible example follows:

[post title] Here’s A Chance to Get Your Personal Anecdotes Published

I am writing a book titled Working in Virtual Collaboration Systems—An Evaluative Study, as those of you who have read my previous posts might already know. While academic research forms the foundation of the book, I am looking at including real-life experiences to make the book more relatable and practical.

Many of you use virtual collaboration tools for team projects. I am sure you have devised your own methods for online collaboration and have unique takes on virtual collaboration tools—these would be an essential source of information for my work.

What I am looking for are short, jargon-free narratives highlighting the benefits of specific virtual collaboration methods. If you have a flair for writing and a raconteur hidden in you, please jot down those anecdotes and email them to me at: [email protected]

Please note, to remain on schedule, I would need to receive the stories by May 20th.

People from all professions are invited to send in their stories; all you need to do is explain which online collaboration system you used, did it work well for you, and why.

As a token of my appreciation, I will mail you an autographed copy of the book. Also, you would need to sign a release form if your anecdote is selected. While I would like to use real names—of people, companies, and software—the anecdote can remain anonymous, if required.

Your contribution can help make the book a true representation of the power of collaboration technology that will benefit everyone in the business community.

8.2 Message Strategies: Requesting a Recommendation [LO-2]

Note: Students will do well to consider their approach and organize their thoughts prior to writing this email. This is an opportunity to refresh Vander’s memory of performance but students may struggle with



professionally stating accomplishments without sounding grandiose or inflated. They should appeal to Vander’s need to understand how this will benefit her as well, thereby motivating a speedy and successful response.

To: [email protected]: [email protected]

Subject: Recommendation for the role of lead analyst for the market research team

Dear Katina,

The role of lead analyst for the market research team, currently under consideration, is one I am very keen on. I would be grateful, if you could put in a word for me with the strategic planning committee.

I have acquired a breadth of industry-specific knowledge during my 14 years of work experience in the electronics industry. Likewise, I have three years work experience in the customer support division, leading to firsthand knowledge of customer satisfaction and quality issues. Also, my engineering background, allows me to better understand the technological aspects of product design.

I have always been a consistent and sincere contributor, with a rating of “Excellent” or “Exceptional” during all annual employee evaluations. Aside from professional leadership, I have also initiated and organized the company’s environmental programs for the past three years.

I will be able to lead the market research team well, given the chance. If you require any further information, please let me know.

Sincerely,

Ryan Tenney Business Analyst

8.3. Message Strategies: Routine Requests; Media Skills: Microblogging [LO-2] , Chapter 7

Note: Student messages and summaries will vary based on the situations and companies they’ve chosen. As the case emphasizes, students should take care to pursue a solution to a real customer support problem so they don’t waste a company’s time. Whatever scenario they choose, their messages should be concise, calm, and solution-oriented.

8.4 Message Strategies: Requesting a Recommendation [LO-2]

Note: Because you are reversing a major career decision made only three years ago, a brief explanation will help your reader understand your thought process and your purpose in asking for the letter. Remind Morris of several key accomplishments that would be helpful to include in the letter, and be sure to specify a date by which you’d like to receive it.

Date: Fri, 3/20/10 5:43 PMFrom: Rosario Gilette <[email protected]>



To: Calvin Morris <[email protected]>Subject: Request for letter of recommendation

Hello Calvin,

I hope you’ve been well since we spoke last year. I continue to keep up with news regarding the biotech industry and Cell Genesys in particular—I can hardly believe it’s been three years since I left! The reason I’m writing today is to announce a career change and ask if you would be able to provide me with a letter of recommendation.

As you may recall, when I was laid off from Cell Genesys as part of a cost-cutting initiative, I decided to find employment in a more stable industry. It was a tough decision, but at the time I felt that financial stability had to take precedence over my passion for working in biotech. I’m happy to say that I’ve done well in the grocery industry, but these three years have taught me that biotech is my true calling. I am therefore planning to move back into the industry, even with its occasional ups and downs.

Of the many successful projects I worked on during my seven years at Cell Genesys, three in particular come to mind as possible points to mention in the letter:

Supervising the automation of the recruiting process, allowing us to handle 20 times the number of applicants with the same number of HR staffers

Selecting and implementing the online training system that allowed the company to reduce training downtime by 40 percent

Coordinating the transfer and orientation of the 65 employees who joined us when we acquired BioLink in 2002

I’ve attached a current copy of my résumé as well. Naturally, any other points you would like to include would be more than welcome.

I plan to begin applying around April 15 if you would be able to provide the letter by then. For your convenience, I’ve enclosed a stamped envelope with my new address. I appreciate your time and effort in writing this letter. Thank you for your assistance.

Sincerely,Rosario

8.5 Message Strategies: Requesting Information [LO-2]

Note: This opening message in your chat requires a gentle, careful approach given the language and cultural differences it must bridge. Use a slightly more formal greeting than you would in the United States. Then, instead of demanding to know what is holding up production, offer your assistance. Doing so will avoid blame or criticism while indirectly encouraging the recipient to supply the information you need by describing a benefit. You can follow up in subsequent messages to request more details, as the interactive exchange progresses.

Greetings, Kuei-chen.



I hope your trip was successful. Please let me offer my assistance to help in your efforts to correct the problems delaying production of the fiber-optic lamp, Product # 3347XM. For example, if the problem involves a faulty part, I can suggest a new supplier for this part. If you will explain your needs, then I will do what I can to help from here.

8.6 Message Strategies: Requesting Information [LO-2]

Note: Short messages can be among the most difficult to write because every word—even every character—must count. For this message, be sure to specify exactly what you would like the audience to do, including what the new product is, where they can find it, and what sort of information you hope to learn.

Have you seen Trickster’s new controller-cam in Booth 1064? Looks hot! Please listen for buzz at the show, in hotel lobbies, etc. Are people talking about it?

8.7 Message strategies: Requesting an Adjustment

Note: Use the direct approach, stating the request up front. Follow with details, beginning with the most specific (name, subscriber information, reason for the request). Imply that more serious compensation could have been requested and express confidence that the refund is assured. Because SongThrong.com is a company, use a formal tone throughout.

Date: Fri, 3/20/10 5:43 PMFrom: Rosario Gilette <[email protected]>To: [email protected] Subject: Request for full refund

My name is Rosario Gilette and I have been a SongThrong.com subscriber for over two months. What I thought would be a wonderful service has turned out to unreliable; thus, I am writing to request a refund in the amount of $119.88.

When I enrolled in SongThrong.com, I was excited to experience all the different musical genres available to subscribers. Imagine my disappointment to discover that over the course of the last 60 days, I could not access your site for 24 of those days.

The unreliable service has helped me determine that I no longer wish to be a member and would like to have my account credited for my membership.

Thank you,

8.8 Message Strategies: Requesting Action [LO-2]

Note: Begin the email with a cordial opening, thanking managers for their previous cooperation and then making the direct request to nominate one person to serve on an advisory team. Close by mentioning additional benefits to encourage response by the requested date. Also reassure readers that the new clothing line will have positive results. Following is a possible example:



Date: 8 May 2010 11:07:33 –0800From: Tom Dooley <[email protected]>To: [email protected]

Subject: Seeking Advisory Team Nominations

I’ve had the pleasure of meeting many of you at past corporate events and during store visits, but for those of you I haven’t been able to meet in person yet, I’m Tom Dooley, director of corporate marketing.

As we get ready to launch the new store-within-a-store concept with the new business casual line, we want to be certain that we get input from the best minds in the retailing industry. To help us achieve that input, we’re putting together an advisory team, and we’d each store to nominate one employee to serve on this team. After we have received the 87 nominations, we’ll be selecting eight finalists to serve on the team.

By the end of next week please nominate one of your employees who meets the following criteria:

At least five years of retail experience A good understanding of the local business climate A thorough knowledge of the local retail competition Enthusiastic team player Comfortable collaborating long distance Comfortable using virtual meeting technologies

As a store manager, you may be the local market expert, and so I encourage to nominate yourself if you meet the above criteria.

Your input is valuable not only to help this new clothing line to succeed but also to help us all improve our retail offerings. We’ll select the eight advisory team members on May 15, so please be sure to send your nomination to my attention to my attention by then.

Thank you for your cooperation and support as we keep pushing forward in our quest to be one of the top retail chains in the country.

8.9 Message Strategies: Granting Claims [LO-4]

Note: Students should focus on the end goal of this exercise: keeping the customer. This message should be sincere, professional, and factual. By making an apology and providing specific details on how the situation will be rectified will give the customer confidence in the business. Also, offering a token of gratitude for the customer’s patronage will leave the customer with a positive reaction to a situation that could have been disastrous. This is an opportunity to turn the relationship around in a positive manner.

To: [email protected]: [email protected]

Subject: Re: Complaint Regarding Wrong Delivery



Dear Mr. Ellison:

Please accept my deepest apologies for the distress caused to you by the incorrect delivery of a bereavement bouquet to your wife on Valentine’s Day. Going forward, we will review our order processing procedures during peak seasons to prevent such mistakes in the future.

I have initiated a full refund on the credit card you used to place your order; that amount should show up on your next statement. The Valentine’s Day bouquet you ordered will be sent to your wife tomorrow free of charge. In addition, when your wife’s birthday approaches, please place an order for any floral arrangement or gift basket of your choice, and we will send that free of charge as well.

If you have any questions or concerns regarding this matter, please contact me. I value your relationship with Flowers for All Occasions, and your input will be invaluable in helping us to serve you better.

Sincerely,

Andy JandlPartner, Flowers for All Occasions

8.10 Message Strategies: Granting Claims [LO-4]

Note: This is an opportunity for students to see that a little humor and goodwill can go a long way to retaining customers and even improving their perception of the company. Students should resist the urge to negatively highlight the customer’s over-zealous behavior; no point would be served. Instead, the message should be used as a chance to professionally remind the customer of proper use, without being offensive or condescending.

To: [email protected] From: [email protected]

Subject: Re: Request for replacement of Razer Anansi keyboard

Dear Mr. Hapsberg,

Thanks for writing to us about the damage to your Razer Anansi keyboard. We are passionate about gaming at Razer and in honor of your massive win, we would like to “reward” you with a free keyboard to replace the one you broke.

Razer products are built for serious action, but our keyboards, like the Anansi, are sensitive machines that are designed to recognize and respond to your every move. We recommend that users handle them with care and use them only for the purpose they are intended for.

We love hearing from our gamers, so please keep writing in. Everyone at Razer wishes you good times and many more gaming wins. Perhaps a hearty fist pump would be a more appropriate victory celebration next time!

Sincerely,



Rufus ThomasCustomer Service Representative

8.11 Message Strategies: Providing Routine Information; Compositional Modes: Tutorials [LO-4]

Note: Begin by envisioning readers’ interests and needs. Since this is part of a message that will be posted on a product blog, it needs to be compelling, easy to understand, and specific. Pay attention to formatting, since making the text easy to skim may increase the audience’s willingness to read it. Here is one possible revision:

Be yourself. Don’t try to “think like an advertising specialist.” Your responses to each challenge should reflect your own unique perspective, so tell us what you really think.

Be spontaneous. This is not the time to worry about issues such as spelling, punctuation, and word choices. The important thing is to record your ideas as quickly as possible.

Be creative. You’ll submit your responses anonymously, so don’t be afraid to take some risks. No one will say, “I can’t believe you said that!”

Be “impractical.” Some of the best ideas are those that sound impractical at first. If yours would require a great deal of time, effort, and/or resources to enact, we still want to hear about them!

8.12 Message Strategies: Providing Routine Information; Media Skills: Podcasting [LO-4]

Note: Audio-only instructions present two major challenges. First, without the benefit of visuals, you’ll need to take extra care to describe parts and procedures. (In many cases, a podcast would be accompanied by some manner of graphical support.) Second, because listeners can’t skip back and forth as easily as they can with printed instructions, every instruction needs to be clear, and the instructions need to follow each other in logical order. The brief excerpted example here describes the steps necessary to assemble a home weather station. (Adapted from “Assembly Instructions for the 1-Wire® Weather Station V2.0/V3.0,” AAG Electronica website [accessed 2 August 2007] www.aagelectronica.com.)

Before you begin assembling your weather station, verify the operation of the pause button on your music player. Whenever you hear the word “pause” after an instruction, press the pause button, complete the step, then press the pause button again to resume the audio. Press pause now to test.

Begin by carefully removing the weather station housing from the protective plastic bag. Pause.

Next, locate the weather vane, the part that looks like a large arrow. Pause. You will attach it to the shaft that runs vertically through the weather vane housing. Locate the bottom of the housing by looking for the serial number label. Remove the outer nut from the shaft. Be sure to leave the inner nut in place. Pause. Slide the vane onto the shaft, and then secure it by replacing the nut that you just removed. Pause.

Now locate the wind cup assembly. It has three small cups arranged in a circle around a central hub. You will attach this piece to the opposite end of the shaft in the same manner in which you just attached the weather vane. [Pause.] Remove the outer nut, slip the wind cup assembly onto the shaft, and replace the nut. [Pause.]



Your weather station is now ready for testing. Locate the eight-foot test cord and plug one end into the weather station and the other into the serial port on your computer. The cord is shipped from the factory with an adapter plug that will be required with some computers. If you don’t need this adapter, simply remove it and plug the cable directly to your serial port. [Pause.]

Start the 1-Wire Weather® software that you installed earlier. [Pause]. When the software starts for the first time, you will be given instructions on screen for teaching the software the eight directional points of the compass. This process is easy and takes only a few minutes. [Pause.]

After you’ve trained the software, disconnect the test cable at both ends. You are now ready to install the weather station outdoors.

[continues]

8.13 Message Strategies: Providing Routine Information [LO-4]

Note: As introduction, refer briefly to the reason for the posting without going into details, since they’re likely to make employees defensive. Keep your message short. Use bulleted lists for easy reference.

Listening Skills for the Workplace

This morning in our weekly staff meeting, I noticed some behaviors that weren’t conducive to our usually supportive team environment. Most of the behaviors focused on the inability to listen, so I’ve put together some reminders about the importance of listening as well as some tips we can also use to improve our listening behaviors. I know each of us wants to express our ideas; however, we also have to be able to listen to others’ ideas as well. Please review this list and consider how you’ll put the tips into practice at our next staff meeting.

First, take a moment to remember the benefits of effective listening:

Strengthens organizational relationships Enhances product delivery Alerts the organization to opportunities for innovation Allows the organization to manage growing diversity Gives you a competitive edge Enhances your performance and influence within your company and industry

Next, practice these skills to become a good listener:

Recognize and overcome potential barriers throughout the listening process. Avoid interrupting or creating nonverbal distractions that make it hard for others to pay attention. Avoid selective listening, in which you pay attention only to those topics in which you have an

interest. Focus on the speaker (because people think faster than they speak, their minds tend to wander). Avoid prejudgment, and listen with an open mind. Avoid misinterpreting messages because of the lack of common ground. Take notes: don’t rely on your memory.



8.14 Message strategies: Providing Recommendations [LO-4]

Note: As the candidate has requested, keep the letter fairly general. At the same time, be sure to include the information listed on p. 227 and to back up your overall assessment of Maxine’s performance with specific information about her work at Orbitz.

August 2, 2011

To Hiring Managers:

I am pleased to recommend Ms. Maxine Chenault (at her request) for a position in any professional field that requires dependability, proficiency in meeting deadlines, and attention to detail. Max worked for me as an intern at Orbitz during the summer of 2009 and provided a great deal of valuable assistance in a number of areas.

Max is an exceptionally fast learner. She quickly became proficient with our content management system and always used it properly. While other interns have struggled to learn and utilize the Orbitz system, Max was so adept with it that more seasoned employees often came to her with questions about how to perform various functions. I was also impressed with how quickly she picked up on (and learned to apply) important principles of blogging and website design.

While Max was certainly a quick study, she was always willing to asking intelligent questions about our business. Other interns and many new employees tend to avoid asking questions because they don’t want to admit there’s something they don’t know. Max, however, didn’t hesitate to inquire about complex procedures, best practices, and other important matters.

Another important element of Max’s character is her willingness to respond well to suggestions for improvement. Soon after she joined me at Orbitz, I expressed concern that she was spending too much time on the phone discussing non-business matters. That single conversation was all it took to eliminate the problem completely. This was the only instance in which I found it necessary to ask for improvement, and she responded promptly and professionally.

I am confident that Max would be an asset to your organization. In addition to the traits I’ve outlined, she is mature and professional, always on time, and eager to assist with even the most mundane tasks. Of the many (50+) interns with whom I’ve worked over the years, she certainly ranks among the top three. If you have questions or would like more information on this excellent candidate, please contact me at the number listed above.

Best regards,

8.15 Message Strategies: Writing Routine Information Messages; Composition Modes: Summarizing [LO-4]

Note: This message offers the unique opportunity to give good news that doesn’t have a catch. Customers will benefit financially while taking positive action to help the environment. Students should include all details making them easily understood by the average homeowner; readers should understand the benefits of the program and how they will receive ongoing support from SolarCity.



SolarCity has created SolarLease, a unique financing option that lets homeowners to go solar without any upfront cost and save money from day one. With this program, instead of buying a solar system, you simply lease it and pay as you go. The cost of the lease plus your electricity bill will typically be less than what you are paying for electricity now, and the price is locked in for the duration of the lease. This means that as regular utility rates continue to increase every year, it will be your savings that continue to grow.

What’s more, there are no unexpected repair costs to worry about because they are covered under this program. SolarLease also includes SolarGuard, which allows you and SolarCity to continuously monitor your system to ensure it is performing as expected. SolarCity is so sure of its product that it guarantees performance or will pay you back. At the end of your lease, you can upgrade to a new system, extend your lease, or have the panels taken off your home, free of charge. To find out more about what makes SolarLease the most popular residential solar financing option in the country, visit www.solarcity.com/residential/solar-lease.aspx.

8.16 Message Strategies: Good News Messages [LO-4]

Note: This message should focus not only on what is being offered but, also, how they will benefit the reader. Students should include information that makes these services appropriate for the reader’s personal needs. Specific details of the services offered will enable readers to clearly understand the what, how, and when of the offering.

[post title] A Hot Stix Center to Open Soon at Indian Wells Golf Resort

Hot Stix is thrilled to announced a new fitting center to open at the Indian Wells Golf Resort within the next six months, making it the first resort in California to offer fitting facilities. Hot Stix is a leading club fitting company and is recommended by many professional players.

Every golfer has a unique swing. Accordingly, golf clubs need to match the individual specifications of the golfer, which is done through the process of club fitting. Club fitters use advanced technology such as Doppler radar and motion-capture video to accurately evaluate golfers’ swing and ball flight characteristics, and then they use that information to match players with the perfect set of clubs. Club fitting helps golfers of all skill-levels play with more consistency and confidence—and that means better scores!

The Indian Wells Hot Stix center will provide three fitting programs—Performance Fitting, Tour Fitting, and Platinum Game Fitting.

Performance Fitting will provide you with club heads and shafts custom-built by a select group of leading manufacturers.

Tour Fitting will provide you with clubs made to your specifications by Hot Stix, after evaluating your existing equipment.

Platinum Game Fitting is the ultimate golfing experience, where a master fitter will observe your game with the recommended equipment and then Hot Stix will build you 14 golf clubs and design a personalized golf bag for you.



All fitting programs will be done using Hot Stix software and expert fitters. Moreover, each player will have the opportunity to demo a broad range of club and shaft options. Contact Jared McKinsey at 1-800-123-5678 or log into www.indianwellsgolfresort.com for more details.

8.17 Message Strategies: Good-News Messages [LO-4]

Note: Most employees will welcome this news, but many won’t be interested in a lot of technical detail, so this message should be concise. Start with an overall statement about Adobe’s success in reducing energy usage, thank employees for their efforts in this area, and move immediately to details about the Platinum Certification.

(This sample message was adapted from an Adobe press release, www.adobe.com.)

National Recognition of Adobe Systems’ Environmentalism

Adobe Systems continues to lead the way in becoming a more environment-friendly corporation. Thanks to the cooperative efforts of our employees, our company has saved more than $1 million in energy costs and was honored as the first recipient of three Leadership in Energy and Environmental Design (LEED) Platinum Certifications from the U.S. Green Building Council. As our CEO Bruce Chizen explained, the awards “are a validation of Adobe’s ongoing efforts to promote environmental stewardship and create healthy work environments for our employees.”

USGBC President and CEO Rick Fedrizzi noted that, “With the certification of Adobe’s Almaden and East Towers, Adobe has again raised the bar for other companies seeking to introduce sustainable, environmentally-friendly practices into their facilities.”

8.18 Message Strategies: Goodwill Messages [LO-4]

Note: You have discovered that cultural differences in this case will not change what you want to express. In the opening, convey personal sympathy and avoid terms such as “passing on,” “tragic accident,” and so on. In the body, reflect on positive memories of Surin, and in the close, point out the positive qualities that will help Chana through her loss. Offer your help thoughtfully and realistically, and be sure it is appropriate for a work situation.

Dear Chana,

I was so sorry to hear the news about your husband.

Although I met him only once, Surin had such a warm smile and sense of humor, he will surely be missed by many people. From your stories, I know that he has been a wonderful husband and father.

Chana, I’ve seen your strength in the years we’ve known each other, and I know that strength will serve you and your children well. If there’s anything I can do here at the office to help lighten your workload during this time, please just slip me a note or an email. Don’t hesitate—you’d do the same for me.

My sincere condolences,Tad Kelson


http://www.indianwellsgolfresort.com/


8.19 Message Strategies: Condolence Messages [LO-4]

Note: Begin with a sincere expression of feelings about the sudden, disturbing fact of Rosalia’s death. Mention her positive qualities and the fact that she will be missed—but don’t dwell on the situation. Use the middle paragraph to turn the letter to more positive matters by encouraging Hector and offering the group’s support. Your closing offer of a helpful change in working hours completes the upswing begun in the second paragraph. Under the circumstances, no one can write an “upbeat” letter, but you can offer strong, positive support.

AETNA HEALTH PLANS201 N. Civic Dr. Suite 300Walnut Creek, CA 94596510-977-3232 Fax 510-977-0793 www.aetna.com

November 17, 2011

Mr. Hector Almeida47 West Ave. #10Walnut Creek, CA 94596

Dear Hector:

We were all shocked and sorry to hear the news of your wife’s death. We know Rosalia was a fine woman and will be deeply missed by many people, especially her family.

Hector, we also know that you, above all, have the strength and tenacity to pull through this trying time. Our thoughts are with you—and if you need to talk to a friend, you know where to find us.

Also, if you’d like to shift your schedule up an hour when you return to work (so you’ll have more time to spend with Lisa after school), just let me know.

Best wishes from your friends at Aetna,

Georgina ShanleyChief Administrator

(Names and signatures of underwriting department members)

8.20 Message Strategies: Goodwill Messages [LO-4]

Note: Students should recognize this as an excellent opportunity to be proactive in building and sustaining customer loyalty. Begin with a message of appreciation, much deserved by the community. While the citizens of Loganville unselfishly offered their assistance, publically thanking them will go a long way to ensuring a continuing relationship of goodwill. By offering a sincere and thoughtful message of appreciation, Ace Construction has the opportunity to solidify a prominent position in the community.

Thank you, fellow citizens of Loganville, for saving Ace Construction during the storm last weekend which pushed the Logan River past flood level. Many of you came forward to build the makeshift dyke



that protected our facilities from the rising water levels. Your voluntary and tireless efforts, along with the contribution of our employees, prevented a major calamity. I specially thank city officials for their prompt help in providing additional staff and heavy equipment. The entire community came to the rescue of Ace Construction in a time of crisis, making me realize once again the close relationship we share. I am deeply touched by your solidarity, and it only strengthens our commitment to serving this community in every way we can.


writing routine and positive messages

Business

routine messages

routine requestsstating

variety of routine

frontbegin routine requests

main request

request close

routine business matters

straightforward request